Customer service is a pivotal part of the browsing and buying journey. Service agents, as a result, play an important role in educating consumers, answering questions and creating a more enjoyable shopping experience across all channels, including via email, phone and social media.
The Five9 Summer Release, an update to the Five9 Cloud Contact Center Software, includes multichannel applications that integrate social, chat, email and mobile. Each app is designed to allow contact center representatives to engage with customers on their preferred channels and devices. The apps are powered by Five9 Connect, which includes a Natural Language Processing (NLP) engine that filters and categorizes interactions, eliminates spam and determines author sentiment to identify only the most important inquiries.